America's largest healthcare recruiting firm.

 



For over fifteen years, I have utilized Buckman Enochs Coss to hire over one hundred individuals for Sales and Sales Management positions for a variety of healthcare technology firms. Whether it’s been for Fortune 500 companies or early stage, VC backed start-ups, BEC has always done a terrific job in sourcing top-talent.

Scott Schlesner
Vice-President of Sales
Elsevier

CRM Trends
Customer Relationship Management, or CRM, has taken center stage in marketing and sales arenas during the past two decades. With the rise of streamlined software platforms that connect back office management systems, once disparate departments like accounting, operations, HR and payroll can now seamlessly exchange documents and update shared databases in real time. And as these unified systems become the norm, CRM portals are becoming an essential aspect of sales, marketing, and customer service. 

CRM tools can support a growing business on two essential levels: first, they allow customers to interact directly with the company. A website can remain open 24 hours a day, seven days a week, and customers can log on at any time to review products, leave comments, make purchases, and find answers to their questions. 

Second, CRM systems can gather and process customer data. Every time a potential buyer scans through product offerings, spends 30 minutes reading blog posts, or clicks directly through to the company website via social media or a banner ad, this information can be collected and catalogued. Over time, every visit, sale, complaint, return, or question can be used to shape future product design, target specific demographics, and plan marketing campaigns. 

But what are the current trends that impact CRM right now? What can business owners and customers expect for the remainder of the year and the beginning of 2016? Here are four evolutions to watch. 

Portability, flexibility, and scalability. 

CRM systems were once cumbersome and expensive, but these days are rapidly fading into the past. Monthly subscriptions with offsite service providers are rapidly becoming the norm, and if a service doesn’t work out, it can be quickly cancelled. Large upfront investments and infrastructures are no longer necessary. 

Big data is on the rise. 

Even the smallest businesses are now gathering data from an individual customer pool and analyzing that data to shape future business decisions. But soon, the big data resources that support giant global corporations will be available to smaller providers as well. 

CRM is getting personal. 

The Internet may be vast and world changing, but even the Internet has limits. Real customer relationship management still takes place in the real world, and even the most tech-focused small businesses are recognizing this by weaving face-to-face contact back into their customer service philosophies. The old rules still apply: when customers complain, respond quickly. Make them feel heard and respected. Accommodate special requests when possible. Answer questions. Provide warm, friendly, prompt, and professional attention, and simple interactions can become lifelong brand relationships. 

Hiring matters. 

Again, effective customer relationship management doesn’t just happen through screens. Small and mid-sized business owners are recognizing the true impact of pairing sophisticated platforms with effective hiring strategies. Choose the right people to represent your enterprise, then coach and retain them properly and watch them transform your business. 

For more on how to grow your CRM program and make the most of the resources available to you, contact the sales staffing experts at Buckman, Enochs, Coss and Associates.